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Agenda

Article reviews on Managing Termination

Review Your Learning – page 106

Test Your Knowledge – page 108

Chapter 6 – Motivation and Employee Development

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Motivation and Employee Development

Hospitality and Restaurant Management

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Chapter Learning Objectives

Explain methods of motivating employees.

Identify ways to create a positive workplace.

Describe guidelines and processes for a harassment-free work environment.

Discuss basics of interpersonal communication.

Explain conflict resolution procedures.

Explain and conduct an employee performance appraisal.

Explain how to delegate responsibilities.

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What Is Motivation?

The incentive to get people in motion or get them moving in the right direction

High motivation usually occurs when there is great chance for advancement or the possibility of punishment.

Managers should discover ways to provide a work environment that encourages self-motivation.

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Let’s Think about it…

Whenever a manager has to accomplish an organizational goal through staff, it is the staff’s motivation that is the greatest limiting factor.

What methods do you use to motivate others?

Is it through rewards or threats?

Which do you think works better?

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The Spectrum of Motivation

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Activity

Page 112 in the Competency Guide: What do people want from their jobs?

Take a couple of minutes to fill out the chart regarding what motivates you.

Weight the items assigning, 10 being the most important

Let’s look at the entire class as a group

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Motivational Methods Chart

Create sense of engagement.

Model appropriate behavior.

Maintain positive attitude.

Treat employees respectfully.

Encourage feedback and involvement.

Communicate regularly.

Empower staff.

Identify individual motivation factors.

Recognize high performance.

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Employee Job Expectations

Professionalism

Personal treatment

Work and task support

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Motivational Theories

Theory X = people do not like to work and must be controlled and directed.

Theory Y = employees seek fulfilling work.

Process theories Expectancy theory = motivation is a measure of how

much people want something. Equity theory = employees compare job inputs to

outputs. Reinforcement theory = behavior is influenced by

positive reinforcement.

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Motivating Employees

Is this manager motivating this employee?

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To Build a Positive Work Climate

Focus on employees. Make an honest effort to meet employees needs

Be honest & upfront

Should avoid favoritism & nepotism

Assure open communication channels.

Celebrate successes and build teams.

Promote diversity and fairness

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Managers Influence the Work Environment

They must

Have patience

Maintain dedicated effort

Exhibit genuine concern

A good question to ask is, “How do I help or hinder the efforts of my staff when they are doing their jobs?”

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Sexual Harassment Must Be Avoided

Any unwelcomed sexual advancement, request for sexual favor, or any conduct of a sexual nature

A hostile work environment occurs when questionable behaviors are frequent, severe, and pervasive. Examples include use of ethnic or racial slurs and

other verbal or physical conduct related to a person’s race, color, religion, or medical condition.

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Harassment-Free Workplace Policy

Purpose—To adopt a preventive approach that acknowledges mutual respect for all employees

Policies indicate the company’s expectations.

Policies indicate how complaints will be managed. Page 122-123 reviews guidelines often used in

complaint resolution process.

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Creating a Harassment-Free Workplace

Use company-wide policies that are closely followed and begin the proper emphasis during orientation.

Train managers and employees to follow guidelines.

Model positive behavior.

Emphasize a “zero-tolerance” environment.

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What Kind of Workplace Is This?

Is this a good place to work?

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How Would You Answer the Following Questions?

1. Money is the best motivational incentive for most employees. (True/False)

2. Theory _______ suggests that employees accept and seek work.

3. Managers must demand three things of themselves to create a positive work environment: _______, _______, and _______.

4. Development of and compliance with a comprehensive and strict harassment _______ is a useful management tactic.

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Interpersonal Communication

Differs from other forms of communication: There are usually only a few participants involved

The individuals are in close proximity to each other and feedback is immediate

Your interpersonal communication is critical to creating a positive and respectful workplace

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Purposes of Effective Interpersonal Communication

To improve interactions with others

To better understand what others say

To establish an identity with a person

To fulfill interpersonal needs

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Two Factors Affect Interpersonal Communication

What a manager does Managers should show empathy to employees who

are having personal challenges

Empathy is the act of identifying with the feelings, thoughts, or attitudes of another person.

Actions speak louder than words

What a manager says

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Interpersonal Communication

The on-going professional relationship between the manager and employee is critical.

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Forms of Interpersonal Communication

Casual conversation

Job performance feedback

Counseling sessions

Coaching

Let’s look at Exhibit 6K, page 128: Approach to Handling Constructive Feedback

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Role of Written Communication

Written and electronic communication can also be used to develop employee-manager relationships

Thank-you notes, short positive messages for encouragement

Letters that are copied to higher-level bosses

Employee surveys that measure whether positive values are being communicated to employees

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Conflict Resolution

Processes to encourage problem resolution without a formal grievance

Conflict resolution tactics Negotiation

Mediation

Arbitration

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Meditation Tactics

Process in which a neutral third party facilitates a discussion and negotiates an agreement

Can result in a win-win compromise

Focuses on identifying misunderstandings

The mediator assures that both parties abide by the solution.

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Conflict Resolution continued

Teamwork is important in the restaurant business, and there is no place for continued conflict.

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Mediating a Misunderstanding

Activity page 132-134 in the Competency Guide

You will be divided into groups of three. Decide who will play the role of the mediator and who will play the employees involved in the conflict. Take about five minutes to become familiar with the facts regarding your role.

Follow process listed

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Employee Performance Appraisals

Are an integral part of developing staff

Review past performance.

Establish new goals.

Consider job-related issues.

Address career development.

Document performance.

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The Performance Appraisal Process

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Steps in Employee Performance Appraisals

Step 1 – Schedule the meeting.

Step 2 – Prepare the appraisal.

Step 3 – Conduct the meeting.

Step 4 – Gain agreement.

Step 5 – Develop a plan.

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Addressing Negative Performance

Eliminate any misunderstandings.

Quantify what is expected of the employee.

Describe exactly when improvement is expected.

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Delegation Skills Are Important

The process of working with and through others to complete a task or project

Two questions to ask “What can be delegated?”

“To whom should I delegate?”

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Steps in Delegation Process

Step 1 – Preparing Select the task, clearly define, create a

checklist, outline results & anticipated resources

Step 2 – Planning Describe the assignment in detail and determine

the level of involvement that the chosen employee is to handle, discuss the level of authority or responsibility the employee will have

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Steps in Delegation Process

Step 3 – Executing Manager turns the project or task over to the

employee, determine how to resolve issues or changes, give feedback and encouragement to the employee

Step 4 – Assessing and appreciating Determine if task has been completed,

acknowledge the employee’s efforts (which provides motivation for future projects)

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Activity page 142

Dealing with Jana

Would someone please read the scenario?

Let’s discuss

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How Would You Answer the Following Questions?

1. A manager’s _______ often speak louder than a manager’s words.

2. _______ is the most preferred method for conflict resolution.

3. _______ (not personalities) should be considered during performance appraisals.

4. What are the two critical questions to ask as delegation decisions are made?

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Key Term Review

Affection

Arbitration

Conflict resolution

Control

Delegation

Empathy

Favoritism

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Key Term Review continued

Inclusion

Interpersonal communication

Mediation

Motivation

Motivators

Negotiation

Nepotism

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Key Term Review continued

Personal treatment

Professionalism

Satisfiers

Self-disclosure

Sexual harassment

Standard

Work styles

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Next week

Article review of Motivation and Employee Development

Read Chapter 7: Win-Win Scheduling Practices